EON Magazine Store Frequently Asked Questions

1. Who operates the EON Magazine Store?
2. What payment methods do you accept?
3. What currencies can I pay in?
4. If I place an order and realize I made a mistake, what do I do?
5. How are the goods despatched?
6. How quickly are goods despatched?
7. Will I get a tracking number?
8. How long will it take for my goods to reach me?
9. I have not received my order. What do I do?
10. I got my address wrong and you have despatched my order. What happens now?
11. Can you ship to APO/FPO addresses for US Military?
12. I have a subscription to EON. How do I change my delivery address?
13. I have received my EVE Survival Pack. Why are some items missing?
14. I ordered from the EVE Online Store. Will my account be transferred to the EON Store?
15. Is my personal data safe?
16. How do I contact the EON Store?
17. My order still shows as 'Pending'. Why is this?
18. Will my order encounter import/duty taxes upon arrival in my country?
19. Can I cancel my order?
20. I ordered the wrong item, my item is damaged or I need to return my order. What do I do?

1. Who operates the EON Magazine Store?
The EON Store is operated by MMM Publishing Ltd.

2. What payment methods do you accept?
We accept payment by Credit Card (Visa Credit, Visa Debit, MasterCard Credit, MasterCard Debit, JCB, Visa Electron, Maestro) and PayPal. All payments are processed through our payment gateway provider, WorldPay.

3. What currencies can I pay in?
You can pay in US Dollars, British Pounds or Euros. You can select your chosen currency when you get to the WorldPay payment page.

4. If I place an order and realize I made a mistake, what do I do?
Notify us immediately via email (eon-at-mmmpublishing.com) and we will then get in touch with you directly. You must notify us BEFORE we despatch your order.

5. How are the goods despatched?
All goods are despatched by the UK's Royal Mail First Class / Priority Airmail service.

6. How quickly are goods despatched?
All orders are generally despatched within 24 business hours, or next working day.

7. Will I get a tracking number?
No. Orders from the EON Store do not ship with tracking numbers at this time.

8. How long will it take for my goods to reach me?
Time to destination will depend on your geographic location. Generally, times are as follows:
UK - within 2 working days
Western Europe - 3 to 5 working days
Eastern Europe - 4 to 7 working days
Rest of World - 5 to 10 working days
Please be advised, however, that it has been known to be as much as three weeks to reach some destinations, particularly during periods of large volumes of mail sent.

9. I have not received my order. What do I do?
Initially, please read the FAQ above regarding transit times. Please allow at least the length of time stated above before contacting us. Next, log in to the Store, go to 'Account Maintenance' on the right-hand side, and check that the physical mailing address you gave us is 100% accurate - your local mailman can not deliver to a non-existent address! If your address is wrong, you can update it here and save it for future orders, but you must ALSO email us (eon-at-mmmpublishing.com) and we will contact you back.

10.I got my address wrong and you have despatched my order. What happens now?
If you realize you gave us the wrong address, give yourself a slap on the wrist, and update your address as above (see I have not received my order). The item we sent may or may not find its way back to us, but this can take as much as six months! Email us (eon-at-mmmpublishing.com) and hope we are feeling generous! If your order is returned to us and you have not yet contacted us, we will get in touch with you by email, using the email address you entered when you registered your account with the store. If you change your email address, you must notify us.

11. Can you ship to APO/FPO addresses for US Military?
Yes we can. Please make sure you put APO or FPO in the 'City' field of your address, select the United States as your country and then select Armed Forces AA/AE/AP as the State.

12. I have a subscription to EON. How do I change my delivery address?
Simply email us (eon-at-mmmpublishing.com) giving us your order number (if you have it), your name, your old address and your new address, and we will amend our database. For future orders you will ALSO need to log in to the Store, go to 'Account Maintenance' on the right-hand side, and you can update it here.

13. I have received my EVE Survival Pack. Why are some items missing?
The EVE Survival Pack is despatched in two separate packages, one for the ISK Guide and EVE Stratetic Maps, and a poster tube for the rolled posters. Packages sent to the same address at the same time will not necessarily arrive at the same time and can arrive several days apart.

14. I ordered from the EVE Online Store. Will my account be transferred to the EON Store?
Regrettably no. You will need to create a new account on the EON Store.

15. Is my personal data safe?
Yes. Rest assured that MMM Publishing will not sell, divulge or otherwise distribute your personal information to ANY other party in any way whatsoever, other than for the purposes of operating its business with you and with WorldPay, our chosen payment gateway. The EON Store, and your data, is fully encrypted and SSL secure, with certification from GeoTrust, serial number 3a2db.

16. How do I contact the EON Store?
The primary means of contact with the EON Store is via email (eon-at-mmmpublishing.com). We aim to respond to all customer service enquiries within 24 hours. Should you need to write to us physically, our address is on the Contact Us page from the Store home page top menu bar.

17. My order still shows as 'Pending'. Why is this?
If your order is still showing as 'Pending' after an unduly long amount of time, it is most likely because you have not got the funds available in your chosen payment account. If you believe your payment has gone through, and after 48 business hours the order is still shown as 'Pending', please email us (eon-at-mmmpublishing.com) and we will investigate.

18. Will my order encounter import/duty taxes upon arrival in my country?
Some countries have local taxes, tariffs and import costs associated with the importation of goods. The EON Store is not responsible for these additional taxes or fees. The shipping rates that we charge are based upon Royal Mail delivery rates and do not include these additional fees. If you have any questions or need more information about local customs/import taxes, please contact your national mail delivery company. The EON Store reserves the right to only refund a portion of your money and/or charge a fee if you refuse to pay Value Added Tax or duties to cover the cost of having the merchandise shipped back to us. The EON Store also reserves the right to cancel all future international orders made by you for your refusal to pay VAT or import duty.

19. Can I cancel my order?
You can cancel your order at any time up until the status has changed from 'Pending' or 'Confirmed' to 'Shipped', ie the point at which we have actually shipped your goods. After this time, cancellation of the order will not be possible. If you wish to cancel your order you must notify us immediately by emailing eon-at-mmmpublishing.com so that we are aware of your need to cancel.

20. I ordered the wrong item, my item is damaged or I need to return my order. What do I do?
Should your goods be defective due to production errors or damage caused during transit, you are entitled to receive a replacement, upon receipt of photographic evidence of damage or defect. Should your goods not arrive after a reasonable length of time from despatch then we will re-ship your order following confirmation of the correct address.
If you have received an item you did not intend to purchase, you can return it to us in its original condition within 15 days of the date you received the item, and we will issue a full refund. Please note, however, that there are no refunds given on magazines unless they are damaged or defective. Before returning any item, please contact us via email on eon-at-mmmpublishing.com so that we can ascertain the reason for your dissatisfaction and authorize the return. To return a faulty item, please enclose a letter giving your name, address, email address, order number, method of payment and the reason for return, and return to:
EON Magazine, MMM Publishing Ltd, 20a The Coda Centre, 189 Munster Road, London SW6 6AW, United Kingdom
For security we suggest you use a recorded delivery service, and retain your proof of postage until you have received your replacement. Please note that you will be responsible for the costs of returning the goods to us unless we delivered the item to you in error or if the item is damaged.
In the event of MMM Publishing sending you a replacement for a damaged, defective or incorrect item, at our discretion you must return the original item to MMM Publishing Ltd within 30 days of our email confirming the issue of the replacement item. Ownership of the original item reverts to MMM Publishing Ltd. Provided you return this item to us within the 30 days, you will have nothing more to pay. If you do not return the original item to us by the end of the 30-day period, we reserve the right to charge an amount equal to the price of your original order to the payment method you used for the order, as compensation for our loss.
When you send your item back to us, we'll process the returned item then notify you via email of your refund. You can expect a refund in the same form of payment originally used for purchase within three weeks of our receiving your return.